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HEAT
HEAT® 8.4
turns your help desk into a proactive customer service center that
supports the organization and is accountable to the bottom line.
Discover the value of these instinctive and responsive components
within HEAT® 8.4:
- iHEAT™
— Gives your technicians and analysts access to the core
functionality of your HEAT help desk anytime, anywhere.
- HEAT®
Manager’s Console™ — View operations status of
your help desk at a glance.
- HEAT®
Answer Wizard™ — More than 300 pre-defined reports give
you answers to key business questions.
- BPAM (Business
Process Automated Module) — Create and automate your own
best-practice business rules to better manage help desk operations.
HEAT®
Self Service
This versatile
web interface puts HEAT's problem-solving service and support capabilities
online. What does this mean to you? Customers can access your helpdesk
from their computers without having to phone the desk. HEAT®
Self Service™ provides your IT customers with an easy, intuitive
and secure way to open, view, modify and even close their own call
tickets. Used in conjunction with iHEAT®, HEAT Self Service
gives you a total web help desk solution.
HEAT Self Service
is also easy to set up and manage. You can control many of its features
right from the web. There's no software to install, maintain and
upgrade on the customer's PC. Plus, you can track HEAT Self Service
usage to get immediate feedback on how your e-support investment
is paying off.
HEAT®
Asset Tracker
HEAT Asset Tracker
gives you the ability to proactively manage and support the very
IT assets your customers need help with. Information can be consolidated
into one highly accessible information center. HEAT® Asset Tracker
can scan your desktops to gather data automatically. Best-practice
rules can be applied to optimize asset productivity and longevity.
This component of the HEATsos suite alone has the potential to save
your organization tens of thousands of dollars each year.
Knowlix™
Knowlix™
increases your problem-solving capabilities HEAT integrates with
iKnow® knowledge management, a Knowlix product, powered by Peregrine
System, Inc. Knowlix products let you perform natural-language searches
simultaneously across multiple KnowledgeBases. Your search results
are ranked by relevancy. Knowlix products also enable you to build
new knowledge content in real-time as part of your workflow. Then,
you may distribute KnowledgeBases over Internet, Intranet, CD-ROM
or LAN. Knowlix products are offered as an optional, add-on feature
of HEAT. With HEAT, you can build your own solution database or
use some of the many pre-packaged KnowledgeBases to provide your
staff with consistent solution information.
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